My Curriculum Vitae 2005 - 2025 to download

Fields of expertise:

• Banking & Non-Banking finance (GE Money Bank, mBank, Creditinfo Solutions, ČSOB)
• Telecommunications (T-Mobile, Vodafone)
• Insurance (ČSOB Pojišťovna, Direct Pojišťovna)
• Cybersecurity (Avast)
• Retail & E-commerce (Allegro, Maxima Reality)

Management & Leadership Experience:

Customer Experience - last 10 years

• Metrics and reporting
• Pain points analysis
• CX orchestration across departments
• Mentoring / consulting
• Innovations  

Customer Journey Mapping - last 5 years
• Journey / Process mapping
• Competition mapping / analyses
• Blueprints and recommendations
• Retention  

User Experience - last 5 years
• UX / UI / Transaction design
• UX research / prototyping
• UX/UI testing
• Accesibility

Customer Service - 10+ years
• Call center management
• Customer claims & complaints management (A-Z)
• Customer service coordination and support (process description / trainings)
• Customer Service relocation projects
• Continuous improvement

Data analysis - 10+ years
• CX analysis
• Web analytics
• Customer Service operation analysis